Senior Customer Support Specialist – Global Fintech Trading Platform – Bangkok, Thailand – Elevate Client Experience & Drive Operational Excellence

About brighthush

brighthush is a trailblazing fintech powerhouse that has been redefining the way traders interact with global markets since its inception in 2015. With a robust regulatory footprint that spans the FCA, Mauritius, and multiple other jurisdictions, brighthush operates a suite of cutting‑edge trading platforms that empower millions of retail and institutional clients worldwide. Our presence is felt across 20+ offices, from London and New York to Dubai and Southeast Asia, and our team of 250+ professionals is as diverse as the markets we serve.

At brighthush, we believe that technology is only as powerful as the people who use it. That’s why we invest heavily in our people, offering a culture of continuous learning, autonomy, and collaboration. Whether you’re a seasoned support veteran or a recent graduate eager to dive into fintech, brighthush provides the tools, mentorship, and career pathways to help you thrive.

Why This Role Matters

In the fast‑moving world of online trading, the line between a satisfied client and a churned client can be measured in seconds. As a Senior Customer Support Specialist based in Bangkok, you will be the trusted voice that guides traders through complex transactions, resolves technical hiccups, and builds lasting relationships. Your work directly influences client retention, brand reputation, and the overall health of brighthush’s trading ecosystem.

This position sits at the intersection of technology, finance, and human interaction. You will not only respond to inquiries but also proactively identify patterns, suggest product improvements, and champion the voice of the customer across the organization.

Key Responsibilities

• Omnichannel Support: Manage all customer communication channels—live chat, email, phone, and client portal—delivering timely, accurate, and empathetic support.
• Technical Diagnosis & Resolution: Diagnose and resolve technical or transactional issues, escalating complex cases to the appropriate internal teams while maintaining a clear line of communication with the client.
• CRM Excellence: Maintain meticulous CRM records, documenting every interaction, action taken, and outcome to ensure data integrity and enable continuous improvement.
• Cross‑Functional Collaboration: Work closely with product, engineering, compliance, and risk teams to create and assign tasks that resolve customer inquiries efficiently.
• Proactive Follow‑Up: Schedule callbacks, send follow‑up emails, and ensure that issues are fully resolved to the client’s satisfaction.
• Process Improvement: Adhere to and help refine standard operating procedures, ensuring compliance with regulatory and internal policy requirements.
• Mentorship & Knowledge Sharing: Share best practices, coach junior staff, and contribute to a high‑performing team environment.
• Shift Flexibility: Adapt to a rotating shift schedule—including morning, afternoon, and night shifts—to support our global client base and maintain 24/7 service availability.
• Data‑Driven Insight: Analyze support ticket trends, generate reports, and present actionable insights to senior leadership.
• Customer Advocacy: Represent the client’s perspective in product roadmap discussions, ensuring that new features address real‑world pain points.

Essential Qualifications

• Proven experience in a customer support or client service role, preferably within fintech or financial services.
• Strong command of English and Thai, both written and spoken, with excellent communication and presentation skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM systems (e.g., Salesforce, HubSpot, Zendesk).
• Exceptional phone etiquette, active listening, and problem‑solving abilities.
• Ability to thrive under pressure, manage multiple priorities, and meet tight deadlines.
• Flexibility to work a rotating shift schedule, ensuring coverage across all time zones.
• Demonstrated analytical mindset with the ability to interpret data and translate it into actionable recommendations.

Preferred Qualifications

• Background in Forex trading or broader financial markets, providing an intrinsic understanding of client needs.
• Experience with trading platforms or brokerage support, giving you a head start in troubleshooting platform‑specific issues.
• Knowledge of regulatory frameworks such as FCA, MiFID II, or local compliance standards.
• Previous exposure to high‑volume support environments, demonstrating resilience and scalability.
• Familiarity with API integrations, JSON, or basic scripting to aid in technical investigations.
• Professional certifications such as Certified Financial Services Counselor (CFSC) or ITIL Foundation.

Core Competencies & Skills

• Customer‑Centric Mindset: A genuine passion for delivering outstanding service and turning challenges into opportunities.
• Technical Aptitude: Quick learning curve for new software, APIs, and troubleshooting tools.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Collaboration & Influence: Working effectively across departments and influencing stakeholders to achieve customer success.
• Adaptability: Comfortable with change, ambiguity, and evolving processes in a fast‑paced fintech environment.
• Time Management: Prioritizing tasks, managing workload, and ensuring SLA compliance.
• Emotional Intelligence: Recognizing and responding to client emotions, de‑escalating tense situations with calm professionalism.
• Continuous Learning: Commitment to staying current on market trends, regulatory updates, and emerging fintech technologies.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As a Senior Customer Support Specialist, you will have clear pathways to advance your professional journey:

• Leadership Track: Progress to Team Lead, Support Manager, or Head of Customer Experience, overseeing larger teams and shaping strategic direction.
• Technical Specialization: Transition into Product Support Engineer, Technical Support Engineer, or Platform Integration Specialist, leveraging deeper technical expertise.
• Cross‑Functional Mobility: Explore roles in Compliance, Risk Management, Operations, or Product Management, broadening your fintech acumen.
• Mentorship Program: Participate in a structured mentorship program that pairs you with senior leaders and industry veterans.
• Learning Hub: Access a curated library of webinars, certifications (e.g., CFA Institute Investment Foundations, AWS Cloud Practitioner), and workshops.
• Innovation Labs: Contribute to internal hackathons and idea‑generation sessions that influence product enhancements.

Work Environment & Culture at brighthush

• Collaborative Team: A supportive, inclusive environment where every voice is heard and valued.
• Modern Tech Stack: Cutting‑edge tools and platforms that empower you to deliver top‑tier support efficiently.
• Autonomy & Ownership: Freedom to design your workflow, propose process improvements, and take ownership of customer outcomes.
• Global Perspective: Work with colleagues and clients from around the world, gaining cross‑cultural insights and expanding your professional network.
• Work‑Life Balance: Flexible shift options, remote‑work possibilities, and a culture that respects personal commitments.
• Diversity & Inclusion: Active employee resource groups, regular inclusion training, and a commitment to equitable growth.
• Well‑Being Focus: On‑site wellness rooms, virtual yoga sessions, and mental‑health days to keep you refreshed.

Compensation, Perks & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based KPI bonuses.
• Night‑shift allowance for those covering after‑hours support.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Employee assistance program and mental‑health resources.
• Regular team‑building events, hackathons, and industry conferences.
• Access to a modern, ergonomic workspace equipped with the latest technology.
• Learning stipend for certifications, courses, or conferences of your choice.
• Transportation allowance or remote‑work stipend for home‑office setup.

How to Apply

If you’re ready to elevate your support career, make a tangible impact on traders worldwide, and grow within a forward‑thinking fintech leader, we want to hear from you. Submit your application today and join the brighthush family.